Travelling with a hidden disability

Please aim to arrive between two to three hours before your flight to allow plenty of time to check in and make your way through the airport. 

If you’ve requested mobility assistance, this can usually be provided from just inside the aircraft door. Some airports also have assistance points that you can call from and request support in the terminal. 

If you're able to make your own way to the check in desk, assistance can be provided from there as well.

Details of where to pick up assistance and the layouts of the terminal can be found in our airport guides page.

When you arrive at the check in area, head to the check in desks of the cabin you're travelling in, eg. Economy, Premium or Upper Class. 

We also have dedicated special assistance check in desks in some airports which you can use. 

If the queues are quite long and there's no special assistance check in desk, our airport people will try to get you checked in as soon as possible. Just ask.

All customers travelling must be present at the check in desk to complete the required identification checks with your passports. 

During your journey through the airport, you'll need to go through the security screening area. Some airports use metal detectors, others use millimetre wave advanced imaging technology.

If you have a pacemaker or a similar internal device that can't go through a metal detector, please bring a a letter or card confirming this from your physician, and tell a member of the security team when going through the area. Each airport will adopt their own security screening process which may include a ‘pat down’. 

If you're carrying liquids over 100ml or sharp items such as needles for medication, please bring  paperwork from your doctor saying that these are prescribed to you and need to be transported in your cabin baggage - as the security team may request to see these.

The airport security process is operated by the individual airports. With this in mind, please do communicate with the teams when you arrive what accommodations may need to be made to help you with your disability or medical condition. The security screening process is an important and essential part of safe air travel, so please be respectful to the teams if an accommodation request cannot be made. 

After security, you'll enter the departure lounge. This is where you wait until your flight starts boarding. There may be some shops or restaurants to help pass your time. Some airports have quieter special assistance areas where you can wait. Look out for signs directing you to special assistance, or ask at the information desk and they’ll be able to point you in the right direction. There are large screens which show all the flight numbers, departure times and the gate the aircraft will be boarding from.There will also be announcements to listen to. Look and listen out for information about your your flight number, and when advised your flight is ready to board, you can make your way to the gate using the signs to guide you. If you have booked special assistance, you'll be escorted to the gate.

At the gate, take a seat, and wait until boarding begins. Have your passport and boarding pass safe but ready to show when the boarding agents ask. There will be an announcement inviting any special assistance passengers, or those who need additional time to board. You can go ahead, or if you'd rather wait until most of the other customers have gone, you can wait until the final boarding call is made.  

When you arrive on the plane, you might hear noises such as the air conditioning which keeps the inside of the aircraft cool, or the noise of the trucks loading your bags or cargo underneath.

A number of things have already taken place before you’ve even got onboard. Our engineers, cleaners, crew and security teams have completed  their checks to make sure the aircraft is ready to go.

If you have one, show the cabin crew your hidden disability symbol before take off, so they're ready to support you with anything you need during the flight.

Before take off, you'll have time put away anything you don't need straight away, settle into your seat, read through our Vera magazine or browse our duty free catalogue. This is the time where your pilots preparing the aircraft for its journey. They’ll be checking the paperwork for the flight path and any weather expected on route. You may even see one of your pilots in a high-vis vest walking around the outside of the aircraft to make sure everything looks good. Once the doors are closed and all the passengers are seated, the crew will do a safety demonstration and a safety video will show. This is important, so play close attention. The crew will do a final check to make sure everyone has their seatbelt fastened and their belongings safely stowed, and then you’re ready to go! You’ll hear the sounds of the engines as they start up. 

You’ll notice the aircraft moves backwards away from the stand where you boarded the plane – like a car reversing – but isn’t going very fast. At this point, it’s being helped by a tug -  a small vehicle which pushes the aircraft to  get it in the right place for take off. Then the tug is removed and your pilots will slowly steer the aircraft forward to the start of the runway.  You may hear or feel a few bumps as the aircraft moves along the ground, which is normal. When you hear a double ding over the tannoy - that's the pilots letting the crew know everything's good to go.   

Your pilots will carry out lots of checks, including checking the breaks and the flaps and slats on the wing. You may even be able to see them do this! They’ll also put more power into the engines to help line up the aircraft on the runway, ready for take off.

You’ll notice loud noises as the pilots put extra thrust into the engines. This is so the aircraft has enough power to take off. The aircraft will quickly pick up speed and you’ll notice and feel a few loud bumps. This is the aircraft travelling over the cats eyes which run down the middle of the runway, it’s a good indication that the aircraft is going in a straight line! As the speed increases, you’ll notice the front of the aircraft lifts up at an angle, this means you’ve taken off! When the aircraft has reached some height, you’ll feel a few bumps as the wheels come up and fold into the aircraft, and you might hear things moving about in the overhead lockers.

At about 1,000 feet, the pilots will lower the nose of the aircraft and the engines will become quieter as they don’t need as much power. As you’re now in the air, the aircraft needs to move faster so the flaps and slats on the wings are put away to make the aircraft more aerodynamic. You may hear a whirring sound as this is done. It may also feel a little bumpy while the plane passes through the clouds but don’t worry, it will settle once we're through.

When we're nearly at our destination, your pilots will start their descent. The captain or first officer will make an announcement to let you know this is happening. You’ll hear a reduction in engine noise, and if you look towards the front of the aircraft, you’ll notice that it looks like it’s travelling downhill. You might feel your ears 'pop' (if this happens, try sucking on a sweet or yawning). This just means that we're decreasing in height and are near to landing. If you’re by the window over the wing, you’ll see the flaps on the wings move. You’ll also feel the aircraft turning as it gets into position to line up with the runway and land. 

When we're nearly at our destination, your pilots will start their descent. The captain or first officer will make an announcement to let you know this is happening. You’ll hear a reduction in engine noise, and if you look towards the front of the aircraft, you’ll notice that it looks like it’s travelling downhill. You might feel your ears 'pop' (if this happens, try sucking on a sweet or yawning). This just means that we're decreasing in height and are near to landing. If you’re by the window over the wing, you’ll see the flaps on the wings move. You’ll also feel the aircraft turning as it gets into position to line up with the runway and land. 

On landing, you’ll feel a bump as the wheels make contact with runway. The engines will rumble and will be very loud, but this isn’t anything to worry about. As we move down the runway, the flaps on the wings of the aircraft go up to help slow us down. The aircraft will gradually reduce its speed and you’ll taxi to the gate, where the seatbelt signs will be turned off. 

Our crew will ask that anyone requiring special assistance stay onboard until the majority of passengers have disembarked. When the aircraft has reached the gate, the seatbelt signs will come off and people will stand up and start collecting their belongings ready to leave the plane. You can stay in your seat until the other passengers have gone, and take your time to collect your belongings and leave the aircraft. Make sure you take everything with  you, as you won’t be able to get back on the plane if you forget something.

If you have special assistance booked, you’ll be met at the aircraft door. If you don't need assistance, follow the signs to immigration, baggage reclaim and onto arrivals. 

We hope this information helps, but if you're unsure about anything, please do contact our brilliant special assistance team. 

If you're travelling with a smaller mobility aid (like a walking stick) there's no need to contact the special assistance team in advance. You can bring these with you free of charge in addition to your free baggage allowance, unless they’re being carried on behalf of someone who’s not travelling. You can usually take mobility aids into the cabin with you. For some larger mobility aids, such as non-foldable walking frames, there may be occasions where there’s nowhere in the cabin to store them and the cabin crew will need to place them in the hold. If this is the case on your flight, the crew will be happy to help you get about the cabin as needed.

If you flight is operated by one of our partners, even if it has a Virgin Atlantic flight number, then please see their website for more information on requesting special assistance:

• Delta Air Lines (DL)
  
  
• Air France (AF)
  
  
• KLM (KL)
  
  
• Air New Zealand (NZ)
  
  
• IndiGo (6E)
  
  
• LATAM Airlines Group (LA)
  
  
• Singapore Airlines (SQ)
  
  
• WestJet (WS)
  
  
• Aeromexico (AM)
  
  
• Korean Air (KE)
  
  
• Middle East Airlines (ME)

Prescription medication

If you need to fly with any controlled medication that has been prescribed for you by a doctor or other medical practitioner, there are some restrictions and guidelines to be aware of.

Tips for travelling with prescription medication

* You medication should be in its original packaging, pharmaceutically labelled to clearly identify it as being prescribed for, and belonging to you

* Your medication should be carefully packed in your check in baggage and placed in the hold where the temperature is between 4-5°C

* Pack three or four days of medication in your hand baggage in case you need it during the flight, or your check in baggage is delayed or lost

* Carry a repeat prescription so your medication can be replaced if it is lost or damaged, or you need to top up your supply while away

You'll also need a letter from your medical practitioner confirming the type of medication (including the generic drug name), with prescribed doses, and details of any other medical items required, such as syringes or EpiPens. This is particularly important if you are carrying controlled drugs or if your liquid medication exceeds 100ml. 

Some medication may contain ingredients that are illegal in some countries, even if it has been prescribed by your doctor. It’s a good idea to check with the UK embassy at your destination.

Over-the-counter medicines (such as headache tablets) are fine to bring as long as they are legal in your destination country and you keep them in their original packaging.

Keeping your medication cold

The onboard fridge cannot be used to keep medication cool, so please speak to your pharmacist about appropriate cooling options.  

Liquid medication

Increased security at UK airports affects the amount of liquid medication that you can take in hand baggage.

For the latest airport security advice on carrying liquid medication, please check your airport’s website or The Department of Transport.

There’s also more information on liquids on our own liquid restrictions page.

We do recommend all customers take out travel insurance prior to their trip, so that you’re protected if you do become unwell before or during your trip.

If you’re travelling with equipment, while we always take good care this, it’s still a good idea to make sure it’s insured against loss or damage – just in case.

Please aim to arrive between two to three hours before your flight to allow plenty of time to check in and make your way through the airport. 

If you’ve requested mobility assistance, this can usually be provided from just inside the aircraft door. Some airports also have assistance points that you can call from and request support in the terminal. 

If you're able to make your own way to the check in desk, assistance can be provided from there as well.

Details of where to pick up assistance and the layouts of the terminal can be found in our airport guides page.

When you arrive at the check in area, head to the check in desks of the cabin you're travelling in, eg. Economy, Premium or Upper Class. 

We also have dedicated special assistance check in desks in some airports which you can use. 

If the queues are quite long and there's no special assistance check in desk, our airport people will try to get you checked in as soon as possible. Just ask.

All customers travelling must be present at the check in desk to complete the required identification checks with your passports. 

On arrival at most airports you'll be able to pick up an airport trolley to bring your luggage into the airport terminal. At the check in desk, you'll be asked to put your luggage onto the baggage belt for it to be tagged, before being transported to the aircraft and placed in the hold.  

Please remember when packing your checked bags that you keep any essential medication with you in your hand luggage, as well as any medical equipment you might need during the flight 

If you need help lifting your luggage onto the belt, please just ask.

During your journey through the airport, you'll need to go through the security screening area. Some airports use metal detectors, others use millimetre wave advanced imaging technology.

If you have a pacemaker or a similar internal device that can't go through a metal detector, please bring a a letter or card confirming this from your physician, and tell a member of the security team when going through the area. Each airport will adopt their own security screening process which may include a ‘pat down’. 

If you're carrying liquids over 100ml or sharp items such as needles for medication, please bring  paperwork from your doctor saying that these are prescribed to you and need to be transported in your cabin baggage - as the security team may request to see these.

The airport security process is operated by the individual airports. With this in mind, please do communicate with the teams when you arrive what accommodations may need to be made to help you with your disability or medical condition. The security screening process is an important and essential part of safe air travel, so please be respectful to the teams if an accommodation request cannot be made. 

If you're travelling in our Upper Class cabin, you'll be able to access our Clubhouse (destination dependant) or  partner lounge before your flight. Please do speak to the concierge at the front desk who'll be able to advise you of the accessible features of our owned and shared spaces.

If you've arranged wheelchair assistance, it'll take you to up to the aircraft door. If you require one to get to your seat, you'll need to transfer out of the airport wheelchair, and into our onboard aisle chair. 

When you arrive at the aircraft door, our ground staff will help stow your wheelchair for your flight. 

If you're travelling with a manual collapsible wheelchair, we may be able to stow this in the aircraft cabin in a designated storage area. This storage is on a first come basis, and can't be reserved ahead of time. Don't worry, if we can't store your manual wheelchair in the cabin, we'll secure it safely in the hold for you.

When you arrive at the aircraft door, our ground staff will help stow your wheelchair for your flight. 

If you're travelling with a manual collapsible wheelchair, we may be able to stow this in the aircraft cabin in a designated storage area. This storage is on a first come basis, and can't be reserved ahead of time. Don't worry, if we can't store your manual wheelchair in the cabin, we'll secure it safely in the hold for you.

You can usually take mobility aids into the cabin with you. On occasions where there’s nowhere in the cabin to store them, the cabin crew will need to place them in the hold. If this is the case on your flight, the crew will be happy to help you get about the cabin as needed.

Once onboard, our cabin crew can provide an individual safety briefing and a verbal seat orientation so you'll know the distance to the emergency exit door and proximity to the bathroom.

They can also show you how to use our onboard entertainment system and how to contact the cabin crew during your flight.

You can request a verbal seat orientation before your flight by completing this online contact form.

We're proud to have members of our cabin crew team trained in British Sign Language. Find out more here

If you'd like to request a BSL trained member of cabin crew for your flight, please complete this online contact form at least 12 weeks before you fly.

This means items like respiratory assistive devices including CPAP machines and Portable Oxygen Concentrators, as well as feeding pumps, breast pumps and other power operated devices. 

Just to let you know, we can’t provide electricity to power medical equipment on our aircraft, so your equipment will need to be battery powered. For more info, check out our medical conditions page

See our medical conditions page

Seat and cabin layouts vary depending on the aircraft and cabin you're flying in. Our seat maps include the locations of our moveable armrests and accessible toilets, and you can also contact our special assistance team to find the best seats for you, including Bulkhead seats. These are allocated on a medical priority basis within 24 hours of the flight departing. If you're flying Upper Class, be mindful that on some of our aircrafts you will need to stand or transfer into our onboard wheelchair while we convert it into a fully flat bed for you.

Sometimes, we need to make operational changes (like aircraft swaps or departure times), which means seat numbers can never be guaranteed. If this happens to your flight, you may notice your seat numbers change.  You can amend them again through My booking, or speak to our special assistance team who will be able to check if there are alternative seats they can move you to. 

Manage my booking

There are accessible toilets on all our aircraft, which are equppied with grab rails, transfer chair and single/bifold doors. Their location varies from plane to plane, so do check the seat map to see where they are on your flight.

Our cabin crew will be happy to help you to and from the toilet using the onboard wheelchair. They can't assist you inside the toilet itself for hygiene reasons.

If you think you'll need further assistance once inside the toilet, please contact our special assistance team who'll be able to discuss your options with you in a discreet and tactful manner.

Upon arrival at your destination, we will return mobility aids to you at the aircraft door. Please do allow a short wait for these items to be retrieved as our ground staff will help to bring these to the aircraft door from the hold. 

If you’ve arranged wheelchair assistance, the airport assistance provider will be waiting for you by the aircraft door when you land. Please note, if there is any delay in the assistance provider arriving at the aircraft door, our cabin crew will let you know and may ask you to remain in your seat until the assistance is available for you. 

Upon landing, our cabin crew will notify you when it is time to disembark the aircraft. In most destinations we disembark customers from the front to the back of the aircraft. 

Due to this, we are not able to arrange priority disembarkation for any of our customers. If you’d prefer not to stand and wait to leave the aircraft, you’re welcome to remain in your seat until the other passengers have disembarked and then take your time to collect your belongings and leave the aircraft.

If you’ve arranged airport assistance including wheelchair assistance or an airport escort, the airport assistance team member will meet you at the aircraft door and will assist you through the airport into the arrivals hall. 

The customs and immigration halls across the destinations we travel to are operated by each individual airport. Due to this, we are unable to directly assist with helping a customer to fast track through this part of your journey of the airport. If you do need assistance with expediting some of the longer queues, we would suggest for you to speak to one of the airport officials in the customs and immigration halls who will try their best to assist you. 

Once you’ve gone through the immigration hall, you will enter the baggage reclaim area and will be able to retrieve your luggage. Lots of luggage does look the same, so please check the tags to ensure it is yours before you leave the airport. 

If you do need assistance reclaiming your luggage from the conveyer belt, please ask a member of the airport ground staff who will be able to assist you.

If you’ve arranged airport assistance including wheelchair assistance or an airport escort, the airport assistance team member will meet you at the aircraft door and will assist you through the airport onto your connecting flight. If you’d prefer to use your own manual wheelchair when connecting through to the airport, please do let our airport teams know prior to your flight, so that they can ensure it is tagged correctly and returned to you upon landing. 

If you are looking to bring an electric wheelchair and wish to use this during your connection, please do allow some additional time as this process will take slightly longer due to the careful manual handling of these devices.